Complaints

This profile includes complaints for The Alaska Club's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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The Alaska Club has 18 locations, listed below.

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  The Alaska Club

  5201 E Tudor Rd Anchorage, AK 99507-1220

  
• 

  The Alaska Club

  1450 W Northern Lights Blvd Anchorage, AK 99503-3615

  
• 

  The Alaska Club

  2841 Riverside Dr Juneau, AK 99801-9646

  
• 

  The Alaska Club

  630 E Tudor Rd Anchorage, AK 99503-7322

  
• 

  The Alaska Club

  700 Bragaw St Anchorage, AK 99508-2676

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/01/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Summary for BBB:I am filing this complaint regarding deceptive practices and poor facility maintenance at The Alaska Club. I signed up for a month-to-month membership after being explicitly told by the membership team that I only needed to keep it for two months and could cancel anytime after that. My primary reason for joining was to use the steam room, but I was extremely disappointed with the filthy and poorly maintained facilities, particularly the mens locker room, which has disgustingly dirty floors.When my two-month period ended, I attempted to cancel in person at the gym, but I was told I had to call a separate department. Upon calling, I was informed by a representative that I was required to give a two-month notice to cancel. This directly contradicts the information I was given during sign-up. I explained this to the representative, but they refused to honor the terms that were promised to me.Additionally, Ive spoken with three other individuals who experienced the exact same situation. This suggests a pattern of manipulative and deceptive practices designed to lock members into paying at least four months of fees at a premium rate of $144 per month, despite the month-to-month label.This business practice is misleading, unethical, and appears intentionally designed to deceive customers. I am requesting that ******************************* my membership immediately without further charges.2.Refund any charges beyond the two-month period I was initially ***************** and correct their misleading membership practices.I hope the BBB will investigate this matter to prevent further consumers from being misled.

  

  Business Response

  Date: 02/04/2025

  Hello,

  Due to any misunderstanding or misinformation that may have occurred when Mr. ***** enrolled for his No-Commitment membership on 10/19/2024, The Alaska Club has agreed to cancel his membership effective immediately and refund January's payment.   This resolution aligns with the date range Mr. ***** intended to keep his membership.   After reviewing Mr. ******* complaint, he was contacted by phone yesterday with this result.

  Thank you,

  ********* *.

  Member Accounting Manager

• Initial Complaint

  Date:02/21/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an exercise bike and a console, as an accessory for the bike, from Alaska Home Fitness Equipment, which is owned by the Alaska Club. They didn't have a console in stock, so they sold me the demo, used for display in the store. When I assembled the bike and tried to connect the console, I realized it needed an ** sensor for the console, which would have been included in the box if it was new. I called and talked to ***, the employee who sold it to me, and he said he would order one for me. When the ** sensor didn't arrive after three months and three phone calls inquiring about it, I decided to return the console and get a refund. Once again I dealt with *** when I returned the console. He took a photo of the receipt and sent it to his boss, who would refund the $149 through my debit card, which was used to purchase the console. A week later I checked my account and the refund was not there. I called and once again talked to ***, and he confirmed that he had emailed my request for a refund, along with the receipt, his boss. Two days later *** called me and said that he was resending the email and apologized for the delay. That was 12 days ago and still the refund is not there. I feel that *** is acting in good faith, but his boss is not acting at all.

  

  Business Response

  Date: 02/27/2024

  Our Alaska Fitness Equipment Manager, *******************************, reached out to ************** on Monday, February 19th after he was made aware of his concerns.  ******************** acknowledged there was a slight delay with sending out his refund check because they were waiting on a response from ************** and whether he wanted to pick up the check or have it mailed to him.
  
  

  Thank you

  **********************
  Member Accounting Manager

  Customer Answer

  Date: 03/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/11/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Member of The Alaska Club since 2012/2013. Have attempted to cancel my membership since 2022, yet I still get charged a monthly fee. I have had at least 2 cancellation requests since then, the most recent being in December 2023 (after reviewing my bank statements and seeing Im still being charged over $80/month. I had to call again, reaching out to The Alaska Club again and they state they have no record of me trying to cancel my account. I dont know what to do at this point as they are refusing to cancel my membership and refusing to refund me my money

  

  Business Response

  Date: 01/16/2024

  According to ******************** member notes, there's no record of communication with him between May 2021-November 2023.   The last noted communication prior to December 2023 was on April 27, 2021 when **************** advised our office he cancelled months ago.  When a cancellation is received online or via email, our office sends an email confirmation for both ours and the member's records.  We were unable to locate ******************** cancel request.  **************** explained he can forward the confirmation he received to have his cancellation backdated.   **************** hasn't provided us with that record.

  Our web administrator performed a recent search of all online submission forms and was unable to locate a cancel form submitted by **************** prior to December 12, 2023.  We've cancelled ******************** account effective ******* 12, ****, per the cancel terms of his agreement (30 day written notice).   A partial refund for ******* is scheduled.

  

  Business Response

  Date: 01/19/2024

  Hi ******,

  I see that you have inquired about cancelling your membership in the past.  Unfortunately, our office was unable to locate an email or cancel form in our archived emails from you to start the cancel process.  This explains why your membership is still active.  Our Website Administrator was unable to locate a cancel form received from your previous email address, but was able to locate a recent cancel form Tuesday, 12/12/2023. 

  Without record of a previous submitted cancellation, I'm unable to approve your request for a full refund.  However, I have approved a refund for the past 6 months of payments due to your membership tenure with The Alaska Club.   A refund check will be mailed to the address provided in this complaint in our next refund batch scheduled for Friday,1/26/2024.

   

  Thank you,

  **********************

  Member Accounting Manager

• Initial Complaint

  Date:12/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a membership at the ******* location on 12/29/23. During the tour and application process I discussed my *********** for the membership was for use of the Yoga Studio location in *********. During this time I was never informed that I would not be able to sign up for classes at the Yoga Studio until I had my membership number or that it would take over a week to get said number. I tried calling multiple locations and was sent through the same call tree loop several times after picking the option to speak with the operator before talking to a person. I do not understand how I can be a member and be in their system but not have a member number associated with me yet, or why an employee can not register me for a class while I wait for it. While I understand you can show up to a class without registering if it is full then I can not take it and as I live an hour plus drive from the location I believe it is unreasonable for that to be an acceptable solution.

  

  Business Response

  Date: 01/08/2024

  A new membership application may take 5-7 business days before it's processed and activation in our system.   Our records indicate ************** enrolled on Friday, 12/29/2023 and filed this complaint on Saturday, 12/30/2023.   Unfortunately, our offices were closed on Saturday 12/30/2023 & Monday, 1/1/**** in observance of the New Year holiday.

  We offer new members a temporary pass that permits access for the first week, until their application is processed and account activated in our system.   Our Hot Yoga classes do require reservations.  We offer a 3-free class pack for those who are interested in reserving a hot yoga class to try it out as a non-member or until they're activated in our system.   I see that ************** was successful in signing up for the 3-class pack on Thursday, 1/4/****; the same day his application was processed and activated.

  Our Group Fitness Director also followed up with him via email:

   
  

  From: *********************** <*************************************>

   Sent: Thursday, January 4, **** 2:38 PM

  To: ********************* <*********************>
  Subject: Studio Hot ************** Caleb;
  
  Just learned youre back with us as a member and are excited to be taking Hot Yoga classes.  I see you found the 3 for free package which is a great way to get rolling.  I have added your club membership to your Studio Hot Yoga class booking account so you can now book as many classes as youd like to take all included with your club membership.
  
  A few items of note about Studio Hot Yoga:
  
  We are located on Jewel Lake at the corner with *****************.
  Please bring your own yoga mat, towel and water bottle for class.
  Please arrive no later than 5 minutes for the start of class.  We lock the exterior doors once class begins.
  You can enter using your member scan card on the fitness side and access Studio from the hallway door or directly using the Studio exterior door underneath the overhang.
  We have changing rooms, bathrooms and lockers available for your use.
  Our weekend classes are starting to fill up so if you want to attend on the weekend, be sure to book ahead.
  If you need to cancel a booking, you can do so from the Studio App, 2nd tab from the left on the bottom is My Schedule, select the class booking and then hit cancel.
  
  If you have any questions, please let me know.
  
  Thanks
  
  *****

  

  Business Response

  Date: 01/08/2024

  A new membership application may take 5-7 business days before it's processed and activated in our system.   Our records indicate ************** enrolled on Friday, 12/29/2023 and filed this complaint on Saturday, 12/30/2023.   Unfortunately, our offices were closed on Saturday 12/30/2023 & Monday, 1/1/2024 in observance of the New Year holiday.
  Newly enrolled members are given a 7-day temporary pass that permits access during normal business hours until their application is processed.   

  Our Studio Hot Yoga classes require reservations.  In these cases, we offer a 3-free class pack for those who are interested in reserving a hot yoga class to try it out as a non-member or until a new member's account is activated.

  Our Group Fitness Director determined ************** was successful in signing up for the 3-class pack on Thursday, 1/4/2024 and followed up by sending him an email.  **************' application was processed and activated on Thursday, 1/4/2024.

   Thank you,

  **********************

  Customer Answer

  Date: 01/27/2024

   The delay between sign up and activation is never clearly communicated. Also if an account is not activated for 5-7 days, why is it necessary to collect payment immediately? I find it suspect that I called several of the ********* locations as well as the ******* location trying to find a way to sign up for classes at the Yoga Studio while waiting for activation and was never told there was an option to sign up for 3 free classes. If this is true, employees should be more appropriately trained and informed to help members with alternatives so they don't have to spend hours of their time looking for the needed information that is buried in your website as if it is purposely difficult to find. With the cost of membership being so high compared to the competition its hard to justify the cost as well as the long delay. In your response you mention the date my application was activated is January 4th of this year, however, when I was given my **************** I was not given my member number nor informed that it was different then the number on my ***********, which meant I could not access my account for days. When I submitted a contact request via the website on Jan 11th asking for my member number, I received no response and had to reach out again to your business via phone to get my member number. Why was this number not given to me from the start? Why was the difference between the member number and the access card number never mentioned? And why does it take me reaching out nearly two weeks after my activation to receive my member number (which is needed to make use of a large portion of the perks that are used to justify the high price)? With the cost of membership and the amount of time this business has existed, you would assume they have this process figured out and have the ability to properly train employees for member assistance. Citing the holidays in your response to explain the delay is simply a lazy excuse to cover poor processes and training. I have had nothing negative experiences with your business in the short time I have been a member. I am not expecting that your business will take any action based on my complaint or have much concern for others once theyve paid for membership. I just hope this complaint that will be shown on the BBB website as well as the reviews I plan on leaving for each of your locations on ******* Yelp, and ******** will hopefully keep someone else from making the poor decision to choose your business like I have.

• Initial Complaint

  Date:09/19/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt to the Alaska club.I do not have a contract with the collection agency trying to collect.They did not provide me with original contract as I requested.

  

  Business Response

  Date: 09/20/2023

  Hello ************,

  I attached copies of both agreements for your records with SSN information redacted.   Our records indicate The Alaska Club assigned both debts to a collection agency over 7 years ago.  After assigning the debt to collections, the collection agency took over all collection efforts.  If the account(s) were reported to the credit bureau, outstanding accounts fall off your credit report after 7 years and should no longer be affecting your credit negatively,  If one of these accounts is affecting your credit negatively, I recommend contacting the collection agency or credit bureau to have the accounts removed from your report.   The outstanding debt will remain in collections and reflect as unpaid in our system, but it should not be affecting your credit at this point.
  

  Thank you,

  **********************
  Member Accounting Manager

• Initial Complaint

  Date:08/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We belonged to the Alaska Club for 2 years and enjoyed their services; even during COVID. However, when we left the state in 2021, I called the branch and told them to cancel my membership. I left a messages and spoke to a sales person. They told me to call the downtown club and cancel, which I did, I thought my billing would stop. Upon a records review, I found out that they were still changing Mr in 2023. 16 months at $224 is $3,584 that I could have used. I called them again on 9 August 2023 to see what had been done. They stated I never came in to close the account. I explained the calls and the fact I was across the country. They sent me an email.to verify I wanted to cancel the account. I replied yes.

  

  Business Response

  Date: 08/23/2023

  Good Morning,

  I located ************** phone call when he inquired about cancelling his membership and attached it in this response.  Verbal cancellations are not accepted, per the membership agreement.  The employee at our ********* Downtown location explained to ************** how to submit his request to cancel through our website because our office was receiving a high volume of calls due to COVID.  Our office was unable to locate a written cancellation from ************** and no record of calls questioning why they've continued to be billed for a monthly membership at The Alaska Club until recently.   

  As an exception, I authorized a refund for this month's payment and waiting for a response from our Web Administrator to see if she's able to locate a cancellation form submitted online by ************** as he indicated he was going to do during the attached phone call.   I will continue to review **************' complaint after I have more feedback from our Web Administrator and will respond to this complaint in a timely manner.

  **********************
  Member Accounting Manager
  

  

  Business Response

  Date: 08/29/2023

  Our Marketing team searched all web forms submitted after ************** spoke with our Downtown front desk staff.  Our Downtown employee directed him to our website to submit his cancellation since our office was experiencing a high volume of calls due to the ***** surge.  ************** is heard acknowledging he will submit his notice via our website.  Unfortunately,  our Marketing team did not locate a cancel form.  **************' complaint suggests he cancelled verbally.   Per the agreement attached, a 30-day written notice must be submitted to our ************************ to start the cancellation process.   Monthly payments processed through their bank account is another indicator that their The Alaska Club membership was still active.
  

  Although our office did not receive anything in writing from the ***** to cancel their membership prior to 8/9/2023, an exception was approved to refund them the last payment we processed through their bank account on August 2023.  *************** was advised of the refund and provided their out of state address to mail their check refund to.
  

  **********************
  Member Accounting Manager

• Initial Complaint

  Date:08/05/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They won't leave me alone. The sales at the branch in *********** told me very specifically, with my son present with me, that no late fees would apply to me if I were to move. I communicated with the sales team on my very first enrollement day that there would be no cancelation fees. This was a rather large subject for me to understand prior to enrolling. I felt assured. Guess what happened next? I canceled because I was moving as shared in the initial sales presentation, as shared in the sales meet. Now they are chasing me down to snake me for a $190 late fee that is also getting reported to collections. That's not all. They then inflated the $190 late fee to about $455... The sales meet was a mere finesse and now their shamelessly attempting to inflate AND fleece me out of a fee that was assured would not happen to me. Here are their true colors. I just want them to honor their original proposal and leave me alone.

  

  Business Response

  Date: 08/07/2023

  Hello ************,

  I have had a chance to review your complaint and hope by attaching a copy of your membership forms and proof of move document, they will better explain our cancel policy for moving and what documentation is needed to waive the early cancel fee. You can find our moving clause on the Addendum to Membership Agreement with 12-Month Membership Commitment (page 3). 
  Our attempts to reach you are in relation to a past due balance that was due and payable before the early cancel fee was applied.  The total outstanding balance is $548; $299 represents the early cancel fee. Due to any misunderstanding that *** have occurred with regards to our moving clause, I feel a fair resolution would be to waive the $299 early cancel fee, reducing your total balance to $249. 

  To help prevent the balance from being assigned to an outside agency, a payment arrangement will need to be made on or before 8/25/2023 by calling Member Accounting at **************.

   

  Best Regards,

  
  **********************
  Member Accounting Manager

  Customer Answer

  Date: 08/07/2023

  The deceptive sales is not ok. I was finessed. I was told up to 4 months I could pause my membership, then I would be able to cancel without a fee.

  That was most of our discussion in the beginning, is how to avoid your fees. This was very specifically discussed prior to me signing anything. Again, I felt very confident after discussing this concern with your sales people. 

  Sure, I cam pay what you seek, but I will permanently keep your 1 star reviews cemented on the internet so others are able to clearly see your predation. 

   

   

  

  Business Response

  Date: 08/15/2023

  Hello,

  ************ paid the outstanding balance of $249 with our office on 8/10/2023.

• Initial Complaint

  Date:04/26/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was excited to be a member here and enjoyed my workouts. Lately it's been dirty I understand because I assume they are short staffed. Today I understand why there are so many negative reviews online about this company. I'm moving back to my home which is in rural Alaska and we only get mail via a po box. They asked for a rental agreement and I told them I own the property. A bill of some sort? Sure but it will have a po box and a mile marker address. Drivers license? Sure but it will have my po box and mile marker address. Nope not good enough. Their lack of understanding physical addresses in Alaska is ridiculous. So you get to eat the charges. I dealt with a person in Accounting named *********. She replied that if I had read (read in bold) the attachment i would see there were other options. Not only did I read it but detailed this in my email. There is never going to be another physical address. So disappointed in the customer service provided by *********. The staff at south has been so nice but the way she treated me I can't recommend purchasing membership now because God forbid you move somewhere without a physical address. I would like my membership canceled at end of May at no extra charge. I'd also appreciate ********* learning how to respond to emails in a mature and professional manner. This place isn't cheap and it would be nice if she could at least pretend to appreciate our patronage.

  

  Business Response

  Date: 05/01/2023

  Dear ******,

  I appreciate you sharing your concerns with regards to your recent customer service experience.  I've had the opportunity to review your account with our associate and how the situation could have been handled differently and more efficiently.  I see the most recent noted communication is you are going to forward ** your **** confirmation of mail service being forwarded from ********* to **********.   We will accept that as confirmation of your move and will send you an email confirmation after its been received by our office.

  Best Regards,

  **********************

   Member Accounting Manager

  Customer Answer

  Date: 05/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I sent the required documentation to ********* yesterday am but no response yet.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/12/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I subscribed to the Alaska Club about a month ago. Upon signing up, they automatically enrolled me for a "plus" subscription that includes daycare and other benefits and was free for my first 2 months. I was not interested in this, as it cost 50% more than the original subscription for about $100 a month and I do not have children. They said that I needed to make an appointment in order to cancel it because "they'd rather not deny me the benefits when they are free, and as long as I cancel before the first month, I won't be charged." I had talked with multiple membership staff asking for the subscription to be downgraded to the normal "gold" plan which is just for access to the clubs, but 2 days ago my debit card was charged for the "gold" and "plus" membership rates. They did not cancel the "plus" membership and charged me for it, despite me clearly telling them that I was not interested.I was attempting to find the rates for the plans on the Alaska Club website, but there is no pricing transparency. It only shows the special offer that they offered me.They also have in their contract that cancelling my subscription requires a 30 day notice, so they get another month's rate out of me by the time I want to cancel.I want the difference between the subscription rates refunded, if not the entirety of it. I want them to cancel my membership without charging me for another month. I can't support such shady shilling of offering a low first month rate, only to troll for the most expensive rates without letting me cancel the premium perks.

  

  Business Response

  Date: 10/14/2022

  Dear ******,
  
  
  Thank you for taking the time to submit your concerns.  I've had a chance to review your member account and see that this month's payment included your $34 annual fee that is scheduled to occur in your 2nd bill cycle per the membership agreement.  You haven't been billed or scheduled to be billed for Membership Plus rewards.

  Our cancel terms are printed in the agreement so our potential members have this information upfront and our existing members have their copies as a point of reference.  A written notice can be submitted to our office at any time throughout the duration of your membership.  However, our annual memberships come with a 12-month commitment.  If the minimum commitment isn't met, an early cancel fee applies.

  I can use your complaint to serve as your 30-day written notice and will send you a direct email confirming your cancellation with expiration date and early cancel fee information.  Please reply to my email if you have any further questions or if you no longer want to proceed with cancellation.

   

  Kind Regards,

  **********************

  Member Accounting Manager

  **************

  
  

  Customer Answer

  Date: 10/20/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/01/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a big fan of Alaska Club but not anymore. Active duty military here, signed up with the Eagle River location, and notified staff there at end of June 2022 that I would be PCSing (moving) at end of month. They told me to send in orders to the Alaska Club corporate office, which I did, but because it was now early July, they told me that I would have to pay for not just July but also August due to it taking 30 days for their system to cancel a membership (apparently it only takes a few days to start one!). I have no problem paying for July (even though I moved at end of June) since it *is* my fault for not sending in the orders sooner, but to make me pay for August as well?? Note: you pay at the beginning of the month to use for that whole month, so theyre charging me for 2 months when I wasnt even in the state. I will gladly provide whatever documentation they want to see if theyd like to argue any of this.

  

  Business Response

  Date: 09/02/2022

  Dear **********************,

  Thank you for your service and for enrolling with The Alaska Club while you were in Alaska.   I do see that we received a copy of your orders in our office on July 27th. 

  I understand from your complaint you made the effort to notify The Alaska Club of your upcoming PCS move at the end of June.  It may not have been made clear during that meeting that our 30-day notice requirement starts after we receive your written notice of cancellation or military orders in our Accounting office.   Due to any misunderstanding, I am approving to waive the outstanding balance for August.   If you receive a statement in the mail posted prior to today, please disregard.

   

  Best Regards,

  ********************** 

  Member Accounting Manager

  **************

   

   

  Customer Answer

  Date: 09/07/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************